Client Experience Manager

Client Experience Manager

Job Description

The Client Experience Manager is responsible for the overall client experience of digital propositions NGI brings to the market, this includes Sales, Services and Policy Administration. In this role you will be responsible for the daily running and managing of the Contact Centre including but not limited to the Call Centre, Dialler campaign management as well as Web Chat Services and our Social Medial presence.

You will be required to work closely with marketing and ensure that the pirate metrics are closely integrated into your operational gearing and campaign management process to ensure that the Awareness, Activation, Acquisition, Revenue, Referral and Retention of business is continuously improved

Key Responsibilities

• Setting and meeting performance targets aligned with the business case and agreed investment committee objectives
• Managing the daily running of the contact centres.
• Leading a team of service and sales operatives including third parties to ensure customers have a positive experience
• Maintaining up-to-date knowledge of industry developments helping shape continuous improvements and identify new areas of innovation.
• Monitoring and ensuring quality assurance, protecting brand and reputational risk including regulatory responsibilities
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Data Analysis, Reporting and Action Planning
• Volumes and Capacity Planning including gearing, shift patterns and rostering of staff to meet fluctuating demand
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• Resource Acquisition Planning and Recruitment
• Forecasting and analysing data against target business case and budget figures on a weekly and/or monthly basis;
• Developing, implementing and reviewing core operational processes, SOPS, methodologies; and tooling solutions
• Analysing performance statistics and making decisions on the basis of these statistics

Competencies

• Computer literate and proficient in the use of Excel, Word and Outlook
• Hardworking and creative approach to the holistic acquisition and retention of customers
• Demonstrate fluency in written and spoken English
• Strong relationship building skills and proven negotiation skills
• Willingness to work longer than normal office hours
• Practice good time management
• Trustworthy, professional and reliable, including dealing with confidential information
• Team worker ( Management Team )
• Customer focused

Knowledge And Skills

• Must have knowledge of Multiple Systems, FAIS, FICA & POPI Acts
• Must have proven knowledge and experience of digital marketing and direct sales fulfilment strategies
• Knowledge of the company products and propositions is advantageous

Experience And Qualification

• 2 – 3 years general sales/customer service experience
• 2 – 3 years call centre supervisor experience
• 2 – 3 years call centre management experience
• Essential: Standard 10 / Grade 12 / NQF 4

Skills

Continuous Improvement (CI), Creative Approaches, Customer Experience (CX), Customer Service, Digital Marketing, Operations Processes, Organizational Needs Assessment

Education

High School (Grade 12) (Required)

Closing Date

20 April 2022